Director, Adoption Strategy (Professional Services)

Ironclad•San Francisco, CA

1d•$205,000 - $230,000

About The Position

The Director, Adoption Strategy will lead the evolution and scale of Ironclad’s Adoption Strategy function across the customer lifecycle. The role builds on established work across presales services, proof-of-value, implementation planning, and post-sale adoption, and shapes how those experiences come together as Ironclad, its products, and its customer engagement model evolve. This cross-functional leadership role connects pre-sales and post-sales professional services into a cohesive customer journey. It ensures services strategy and scoping, proof-of-value execution, implementation design, and long-term adoption planning are coordinated around clear customer outcomes and lasting value. As the functional leader and second-line manager for Adoption Strategy, the Director sets the team’s direction, operating model, quality bar, and performance standards while leading through managers and senior practitioners. The Director also provides executive oversight for complex customer engagements and partners with the VP of Customer Value and leaders across Sales, Solution Engineering, Customer Success, Professional Services, Product, and other teams.

Requirements

At least 8 years of experience in professional services, implementation, customer success, solution consulting, or related customer-facing functions within an enterprise software company.
Demonstrated experience across both pre-sales and post-sales professional services.
Experience leading a functional team through managers, team leads, and/or senior individual contributors, with a track record of developing talent and raising the quality bar.
Experience operationalizing, scaling, or significantly redesigning an existing services, implementation, adoption, or customer value motion.
Strong commercial judgment, including experience with services selling, solution shaping, scoping, SOW development, and balancing customer outcomes with business economics.
Ability to connect proof-of-value, implementation, and adoption into a cohesive customer journey with clear ownership and measurable outcomes.
Conviction that customer adoption and value realization are the right measures of post-sales success, with examples of orienting teams around those outcomes.
Operational rigor and ability to create structure while maintaining day-to-day execution across a complex customer portfolio.
Executive presence and communication skills, including ability to influence Sales, Product, Professional Services, Customer Success, and senior customer stakeholders.
Experience in SaaS, enterprise technology, CLM, legal technology, or an adjacent complex solution environment.
Sufficient AI fluency to make sound methodology and delivery decisions as Ironclad’s products and commercial models evolve.

Nice To Haves

Leadership experience across both pre-sales and post-sales professional services; deep individual-contributor or practitioner experience across both sides is also relevant.

Responsibilities

Lead and develop the Adoption Strategy team, including managers and senior individual contributors; establish expectations, coaching practices, career paths, and performance standards.
Operationalize and scale the Adoption Strategy operating model, improving consistency, quality, velocity, and repeatability while building on existing motions and methodologies.
Oversee the team’s role in pre-sales services strategy, including services selling, solution shaping, scoping, entitlement decisions, SOW development, and alignment with Sales and Solution Engineering.
Establish standards for proof-of-value motions, ensuring customer objectives, success criteria, delivery plans, and conversion paths are defined and connected to longer-term adoption outcomes.
Oversee implementation strategy and execution after deals close, ensuring continuity from proof of value through implementation and into foundational and sustained adoption.
Create operating mechanisms across the customer lifecycle, including adoption stage definitions, engagement criteria, handoff protocols, governance forums, escalation paths, and accountability with adjacent teams.
Serve as a senior escalation leader for complex or at-risk customer engagements, providing executive coverage and helping teams address commercial, delivery, product, and adoption challenges.
Define and own the function’s performance framework, including measures for proof-of-value conversion, services scoping quality, implementation transition quality, time to foundational adoption, adoption milestones, customer value realization, and team capacity.
Partner with the VP of Customer Value and peer functional leaders to evolve the broader Customer Value operating model and integrate Adoption Strategy with implementation consulting, customer success, platform support, and partner motions.
Continuously improve the team’s methodologies, tooling, and use of AI to reduce manual coordination, improve decision quality, and accelerate customer time-to-value.

Benefits

Equity awards, including a new-hire grant and opportunities for additional awards during employment.
Competitive health and wellness benefits.
Career growth and development.
100% health coverage for employees for medical, dental, and vision; 75% coverage for dependents, with buy-up plan options.
Gender-neutral parental leave and compassionate leave.
Family-forming support through Maven for employees and their partners.
Paid time off.
Monthly stipends for wellbeing, hybrid work, and, if applicable, cell phone use.
Mental health support through Modern Health, including therapy, coaching, and digital tools.
Pre-tax commuter benefits for US employees.
401(k) plan with Fidelity and employer match for US employees.
Regular team events.